Educational Systems Federal Credit Union is committed to the health and safety of our employees, volunteers, and members. As such, we will require that all newly hired members of our team be COVID vaccinated two weeks prior to their first day of work. In accordance with applicable laws, we will consider exemptions to this requirement.
For the second consecutive year, Forbes has ranked Educational Systems Federal Credit Union as a top credit union in the State of Maryland. It’s an honor to receive this designation as the ranking is based on our members’ feedback. Our success is a result of our employees’ commitment to making a difference each and every day and helping the members of the education community achieve their financial goals and dreams.
Under general supervision, but following established policies and procedures, provides a variety of sales and service functions such as providing information on all Credit Union services by phone, email or mail and effectively cross-selling the products and services that meet the member’s specific needs. Responds to questions and/or provides information, processes requests/transactions as appropriate and assists members and potential members in understanding and utilizing Credit Union products and services.
§ Assists 50+ Credit Union members via phone per day providing general and specific service-related information by phone and/or in writing to potential and existing members concerning Credit Union’s products, services and policies. Provides routine information including eligibility for membership, types of Credit Union accounts, interest rates, current dividend rates, branch locations, office hours and telephone numbers.
§ Responsible for meeting and/or exceeding monthly performance metrics.
§ Accountable for maintaining a meets expectations or better on quality assurance monitor evaluations.
§ Researches and responds to members' requests, problems and complaints via phone or written request striving for First Call Resolution on every call.
§ Sells Credit Union products and services to new and existing members by asking the right questions to determine what products and services best meet their needs.
§ Assists members with balancing their account, processes member requests for transfers of shares, share withdrawals by check, line of credit advances, and wire transfers, processes stop payments, helps complete relevant forms such as Direct Deposit and payroll deduction, and balances teller transactions.
§ Assists members in signing up for and using Online banking and Online Bill Payer.
§ Provides credit references to credit bureaus, financial institutions and verifies funds on member accounts via phone.
§ Processes requests for photocopies of share drafts, monthly statements, etc.
§ Orders and blocks plastic cards.
§ Follows established policies and procedures to safeguard the contact center computer system.
§ Keeps current on policies, procedures and changes pertaining to the contact center department by using the intranet/internet and other training and information tools available.
§ Adheres to safety and security programs designed to minimize loss relating to fraud and robbery.
§ Contributes to the effective Credit Union security by monitoring all call center functions ensuring they are secure at all times.
§ Adheres to all compliance standards set forth by Federal and State laws including, but not limited to: BSA, Money Laundering, Regulation CC and privacy of member information.
§ Completes annual training, where applicable, to remain current with regulations and compliance procedures.
§ Maintains and demonstrates practical knowledge of branch and/or facility security procedures to ensure the safety and soundness of the credit union.
§ Ability to sit for long periods of time and use a computer for prolonged periods of time.
§ Performs other duties as assigned by the Contact Center Director.
Education and Experience
§ High school diploma or equivalent (GED), Associate's degree preferred.
§ Minimum of two years financial experience required.
§ Must have experience selling and cross-selling products or services.
§ Six months contact center experience preferred.
§ Ability to communicate effectively verbally and in writing.
§ Functional knowledge of Microsoft Office suite of products
§ Ability to perform routine mathematical calculations.
§ Ability to function in a call center environment and utilize standard office equipment including but not limited to: computer, 10 key calculator, fax, copier, telephone, etc.
§ Must be able to work a 40 hour a week variable schedule with hours between 8 a.m. and 6 p.m. Monday through Friday and on Saturdays from 8 a.m. to 2 p.m.
§ Required to attend department meetings and training outside of normally scheduled hours. Advanced notice will be provided.
§ Schedules are determined based on business needs. A guaranteed schedule or set days off are not available.
Job Type: Full-time
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
- Monday to Friday
- Weekend availability
- Financial services: 2 years (Preferred)
- One location
Work Location: One location